DETAIL KOLEKSI

Pengaruh dukungan organisasi yang dirasakan dan partisipasi pelanggan yang dirasakan terhadap akting luar dan akting mendalam melalui sikap berorientasi pelanggan pada karyawan Hotel

5.0

Oleh : Fransiskus Asisi Raynaldo

Info Katalog

Nomor Panggil : 2018_TA_MJ_022121018

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2018

Pembimbing 1 : Andreas Wahyu Gunawan Putra

Subyek : Perceived organizational support;Human resource management and organization

Kata Kunci : perceived organizational support, perceived cutomer participation, customer oriented attitude.

Status Posting : Published

Status : Lengkap

File Repositori
No. Nama File Hal. Link
1. 2018_TA_MJ_022121018_Halaman-Judul.pdf
2. 2018_TA_MJ_022121018_Bab-1.pdf
3. 2018_TA_MJ_022121018_Bab-2.pdf
4. 2018_TA_MJ_022121018_Bab-3.pdf
5. 2018_TA_MJ_022121018_Bab-4.pdf
6. 2018_TA_MJ_022121018_Bab-5.pdf
7. 2018_TA_MJ_022121018_Daftar-Pustaka.pdf
8. 2018_TA_MJ_022121018_Lampiran.pdf

P enelitian ini bertujuan untuk menganalisis pengaruh dukungan organisasi yang diraskan dan partisipasi pelanggan yang dirasakan terhadap acting luar dan acting mendalam melalui sikap berorientasi pelanggan. Data diperoleh dari kuesioner yang disebarkan kepada 217 karyawan Hotel ARA dan Hotel FAME. Teknik pengambilan sampel yang digunakan adalah Sensus. Penelitian ini menggunakan metode analisis Structural Equation MethodHasil penelitian ini menunjukan bahwa : 1) Terdapat pengaruh dukungan organisasi yang dirasakan terhadap sikap berorientasi pelanggan, 2) Terdapat pengaruh sikap berorientasi pelanggan terhadap akting luar, 3) Terdapat pengaruh sikap berorientasi pelanggan terhadap akting mendalam, 4) Terdapat pengaruh dukungan organisasi yang dirasakan terhadap akting luar melalui sikap berorientasi pelanggan, 5) Terdapat pengaruh dukungan organisasi yang dirasakan terhadap akting mendalam melalui sikap berorientasi pelanggan, 6) Terdapat pengaruh partisipasi pelanggan yang dirasakan terhadap sikap berorientasi pelanggan, 7) Terdapat pengaruh partisipasi pelanggan yang dirasakan terhadap akting luar melalui sikap berorientasi pelanggan, 8) Terdapat pengaruh partisipasi pelanggan yang dirasakan terhadap akting mendalam melalui sikap berorientasi pelanggan.

T his study aims to analyze the influence of the perceived organizational support and perceived customer participation on surface acting and deep acting through customer oriented attitude. Data were obtained from questionnaires distributed to 217 employees of ARA Hotel and FAME Hotel. The sampling technique used is Census. This research used Structural Equation Method as an analysis method.The results of this study indicate that: 1) There is influence of perceived organizational support to customer oriented attitude, 2) There is influence of customeroriented attitude t surface acting, 3) There is influence of customer oriented attitude to deep acting, 4) There is influence of perceived organizational support to surface acting through customer oriented attitude 5) There is influence of perceived organizational support to deep acting through customer oriented attitude, 6) There is influence of perceived customer participation toward customer oriented attitude, 7) There is influence of perceived customer participation to surface acting through customer oriented attitude, 8) Thereisinfluence of perceived customer participation to deep acting through customer oriented attitude.

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